Sr. Customer Success Manager - Hybrid Nice to meet you! We're a leader in data and AI. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.
We're also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, you'll find it here.
About the job The Customer Success team is looking for a Sr. Customer Success Manager to establish and build broad relationships with SAS customers to adopt and expand usage of the SAS software and solutions, to identify new opportunities and to engage with other SAS resources to assist with existing SAS implementations and identify new sales opportunities.
As a Sr. Customer Success Manager, you will: Serve as primary post-sale point of contact to develop strong customer advocates at all levels of the organization (IT to user to Exec) that enable the CSM to become a trusted advisor to our customers.Responsible for customer communications and conflict resolution.Jointly define success with customers by understanding the business and/or IT problems customers are trying to solve to best manage the adoption of the software and exceed customer expectations.Work with other SAS stakeholders to develop a comprehensive adoption plan that includes a variety of content, events, email, social media, and innovative campaign approaches.Build reports and analytics to provide key business insights used for data-driven decision making.Lead or assist with gathering CSM requirements for new and ongoing projects and/or requests for supporting systems or artifacts. Document Customer Success Plan with customer and sales. Share plan with sales, Professional Services, and CIS.Monitor Customer Success through metrics and other measurements.Required qualifications: Previous experience in a similar role within the technology industry, such as Customer Success Manager, Customer Advisor, Program Manager, etc.Ideally a bachelor's or master's Degree in a Technical or Business subject, or equivalent qualification.Knowledge of Data Management, Analytics, and AI (Artificial Intelligence).Understanding of SAS and/or the banking industry will be a distinctive advantage.Design and implement customer success plans with an individual, tailored approach to each customer.Fluent in English and Spanish.Good written, verbal, and interpersonal communications and organizational skills.Ability to work and learn independently and as part of a team. Happy to work in a fast-paced environment.Ability to travel to client meetings.An equivalent combination of related education, training, and experience may be considered in place of the above qualifications.Diverse and Inclusive At SAS, it's not about fitting into our culture – it's about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it's essential to who we are. To put it plainly: you are welcome here.
Additional Information SAS is an equal opportunity employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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